Healthcare Technical Support

About the role

You will own the end-to-end resolution of technical issues for clinical staff and patients within a fast-paced startup environment. Your daily work will involve maintaining a reliable, high-speed internet connection and ensuring all hardware and software components function seamlessly. You will handle Tech Support requests filed by clinicians or patients from end to end, taking ownership of the issue lifecycle. You will conduct Tech Calls for non-tech-savvy patients, primarily older adults in the USA, guiding them through complex digital interactions. You will guide patients through Android tablet usage and confirm settings through Samsung Knox to ensure compliance and functionality. You will work with RPM devices to ensure they are connected and transmitting accurate vital health data consistently. You will collaborate with the Engineering Team and Program Managers to escalate and resolve issues that require broader coordination. You will present findings and take detailed notes on technical meetings, documenting issues encountered and plans to resolve them. You will assist clinicians and company support staff with technical issues related to daily workflows. You will thrive in an environment of ambiguity, adapting quickly to the evolving needs of a startup dedicated to transforming healthcare.

Key facts

What you'll do

• Maintain a reliable, high-speed internet connection to support critical technical operations.
• Handle Tech Support requests filed by clinicians or patients from end to end, ensuring complete resolution.
• Manage and organize various project tools such as GitLab, AzureDevOps, spreadsheets, bug trackers, and documents.
• Conduct Tech Calls for non-tech-savvy patients, primarily older adults located in the USA.
• Guide patients through Android tablet usage and confirm settings through Samsung Knox Suite.
• Work with RPM devices to verify they are connected and transmitting accurate data securely.
• Collaborate with the Engineering Team and Program Managers to escalate and resolve complex technical issues.
• Assist clinicians and company support staff with technical issues related to daily workflows and patient care.
• Run queries and check analytics using Azure's CosmosDB or Device Analytics to diagnose systemic problems.
• Become extremely familiar with proprietary app, tablets, RPM devices, and backend systems to provide expert support.
• Support clinical team with equipment setup and checking applied security policies to ensure compliance.
• Present during technical meetings and take notes on issues encountered and actionable resolution plans.

Requirements

• Prior experience in a customer support role, such as Technical Support Specialist or Support Engineer.
• Expertise in Android Tablets, Samsung Knox Suite, and Knox Manage for device management.
• Proficiency in managing Zoom Meetings and Zoom Phone for virtual clinical appointments.
• Familiarity with medical devices like Blood Pressure monitors and Pulse Oximeters is essential.
• Knowledge of Athenahealth preferred for managing clinical documentation and visits.
• Experience using issue tracking software and remote support tools like Gitlab and Azure DevOps.
• Understanding of technology systems, particularly Google Workspace, for communication and collaboration.
• Positive, enthusiastic attitude and excellent English language skills at C2 level for clear communication.
• Skilled in technical debugging techniques, such as analyzing metrics and logs on Azure platforms.
• Strong written and verbal communication, problem-solving skills, and a detail-oriented approach to tasks.
• Ability to manage multiple priorities effectively while maintaining high standards of care.
• Healthcare setting experience advantageous for understanding clinical workflows and constraints.

Nice to have

Only items that are explicitly preferred in the source will be listed here. No additional preferences are introduced.

Practical notes

This is a full-time position requiring 40 hours a week, with a possible shifting schedule that includes weekends. The role is based in Thailand, and candidates must navigate the local visa requirements and regulations independently. Travel is not expected as part of this role. The position offers flexible PTO and HMO coverage as part of the benefits package.